Pakpahan, Paulina April Romaito (2026) Evaluasi niat pnggunaan berkelanjutan berdasarkan Kepuasan Pengguna pada Aplikasi Jamsostek menggunakan Modifikasi UTAUT dan DELONE MCLEAN. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The development of information technology has accelerated digital transformation across various public service sectors, including BPJS Ketenagakerjaan through the JMO Mobile application. The application enables participants to access various services digitally. However, users still report issues related to system quality, information quality, service quality, and ease of use, which may affect user satisfaction and their intention to continue using the application. This study aims to evaluate the continuance intention to use JMO Mobile based on user satisfaction by integrating the Unified Theory of Acceptance and Use of Technology (UTAUT) and the DeLone and McLean Information Systems Success Model. This study employed a quantitative approach by distributing questionnaires to 400 JMO Mobile users. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The results indicate that Performance Expectancy, Effort Expectancy, Information Quality, System Quality, and Service Quality have a positive and significant effect on User Satisfaction. Furthermore, User Satisfaction has a positive and significant effect on Continuance Intention. These findings demonstrate that user satisfaction plays a crucial role in enhancing users' continuance intention. Therefore, BPJS Ketenagakerjaan should continuously improve the application's system quality, information quality, service quality, and ease of use to encourage the sustained use of JMO Mobile. Keywords: JMO Mobile, UTAUT, DeLone and McLean, User Satisfaction, Continuance Intention, PLS-SEM.
| Item Type: | Thesis (Undergraduate) | ||||||||||||
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| Subjects: | T Technology > T Technology (General) > T58.6-58.62 Management Information Systems | ||||||||||||
| Divisions: | Faculty of Computer Science > Departemen of Information Systems | ||||||||||||
| Depositing User: | Paulina April Romaito Pakpahan | ||||||||||||
| Date Deposited: | 09 Sep 2026 08:04 | ||||||||||||
| Last Modified: | 09 Sep 2026 08:04 | ||||||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/59928 |
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